The Patient Team Manager is accountable for coordinating all back office clinical functions for a health care team in a medical office to achieve excellence in quality of care, service, access, resource utilization, employee/physician satisfaction & workplace and patient safety. The PTM is critical in implementation of regionally consistent practices, processes and protocols within a clinical department to ensure a consistent care experience for our members. The PTM works very closely with physician partners and the Administrator of the medical office in fulfilling the job accountabilities.
Essential Functions:
- Supervises and coordinates all back office activities necessary to provide excellent patient focused care
- Selects, coaches develops, and performance manages staff and affiliated clinicians in collaboration with physician partners and in compliance with requirements of EEO/AA goals, union contracts, and personnel policies of the organization
- Ensures clinical competency is maintained for all health plan staff and affiliated clinicians through continuous monitoring, assessment, and training in partnership with Ambulatory Nursing, Regional AC Coordinator, and physician partners
- Ensures adoption through training and reinforcement of procedures designed to impact quality measures as appropriate, i.e., HEDIS and Department-specific quality and continuous improvement goals
- Co-leads unit-based teams (UBTs). Ensures the UBTs continuously focus on identifying and implementing ways to meet/exceed quality, service, and access targets and implement regional initiatives
- Researches and resolves customer complaints
- Acts as a liaison between the physician group, the health care team, and support departments to ensure effective communication for overall patient care services, including cascading regional communications to the front line staff
- Monitors and controls expenditures, overtime and staffing levels
- Maintains current information and knowledge of all applicable Kaiser Permanente policies, local, state and federal laws and regulations, and accreditation standards
- Ensures that training activities incorporate all applicable KP policies, local, state and federal laws and regulations, and accreditation standards
- Accountable for consistently demonstrating service behaviors and principles defined by the KPNW Quality of Service Behavior Standards, the KP Mission and any specific departmental/organizational initiatives
- Ensures health care team compliance with related Patient Safety, EH&S regulations, training requirements and regional emergency preparedness expectations
- Ensure back-office practices are in compliance with all Revenue Cycle requirements.
- Acts as a patient advocate when necessary
- Prepares assigned team(s) for all KPHC upgrades and enhancements in partnership with the KPHC team
- For Washington State positions only:
- Apply the Washington State Health Care Assistant Act and Certification requirements
- Validate medical assistant clinical and educational qualifications for the certification process and assure continued compliance with the law
- Works collaboratively with other supervisors/managers in the medical office building to provide highly coordinated care for patients
- Conducts audits to ensure performance requirements are being met at all times
- Partners with regional departments to support the delivery of high quality care and service in the medical office
- Analyzes data to assess progress against targets and to identify opportunities for improvement
- Support regional projects and committees (when assigned teams are achieving all targets)
Qualifications:
Basic Qualifications:
- Minimum of 5 years of combined health care and operations/business management experience
- Minimum of 3 years of demonstrated experience in a lead, supervisory, management role
- Bachelor's degree or equivalent experience in business, nursing or health care related field
- Ability to lead in a culturally diverse environment and promote culturally competent care
- Ability to communicate effectively in written and spoken English
- Ability to attend to details, prioritize and complete multiple tasks independently in a fast-paced environment and following agreed upon timelines
- Demonstrated understanding of clinical and operational processes; staff licensure/certification, clinical competency requirements and scope of practice concepts
- Excellence in customer service, service recovery and complaint resolution skills
Preferred Qualifications:
- Minimum of 2 years of progressive supervisory experience in a unionized health care setting
- Ambulatory care experience
- Undergraduate degree in a health care related field
- Clinical background/licensure
- Ability to lead and implement change management and process improvement activities
- Ability to lead in a culturally diverse environment and promote culturally competent care
- Ability to communicate effectively in written and spoken English
- Ability to attend to details, prioritize and complete multiple tasks independently in a fast-paced environment and following agreed upon timelines
- Excellence in interpersonal communication and supervisory skills
- Ability to performance manage, coach, and development staff
- Understanding of clinical and operational processes; staff licensure/certification, clinical competency requirements and scope of practice concepts
- Ability to establish partnerships with physician group, organized labor representatives and peers in order to create a culture of commitment to patient focused service, excellent support of physician practices, innovation, compliance and integrity
- Excellence in customer service, service recovery and complaint resolution skills
- Ability to understand and utilize data to improve performance
Salary Range- $100,150.00 - $133,450.00
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.